Support Engineer II (remote 2nd or 3rd shift)

ZipRecruiter; Cincinnati (OH); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a leading IT service provider as a Support Engineer II, where you will leverage your technical troubleshooting skills to assist clients. This role involves managing tasks in a ticketing system, resolving escalations, and maintaining service level agreements. Enjoy a team-oriented environment with opportunities for professional growth and a variety of benefits, including paid holidays and a 401K with matching.

Benefits

Paid holidays

401K with matching

Medical, vision, dental insurance

Life insurance

Cell phone stipend

Generous PTO

Qualifications

• Expertise in Active Directory, virtualization, and networking.
• Strong communication skills for client interactions.
• Ability to document tasks and maintain SLAs.

Responsibilities

• Manage and document tasks in a ticketing system.
• Provide intermediate technical support via phone or ticket.
• Resolve escalations and assist with ISP/vendor calls.

Skills

Technical troubleshooting

Problem solving

Communication

Client rapport

Active Directory

Virtualization

Networking

Microsoft systems

Troubleshooting

Tools

Ticketing software

Remote systems access

Scripting

VMware

Hyper-V

Microsoft Windows

Microsoft Servers

AzureAD

Microsoft 365

Job description

Job Description

Grow your IT career with us!

· Do you enjoy technical troubleshooting and problem solving?

· Do you want to surround yourself with passionate, knowledgeable IT experts?

· Are you a strong communicator who thrives when helping others?

· Are you looking for a company that values its employees and its culture?

This could be a good fit for you - and for us!

Skynet Innovations, a Blue Alliance company, is a well-established IT service provider serving small businesses throughout the region. We are looking for a Support Engineer II whose primary responsibilities include managing and documenting tasks in a ticketing system, resolving escalations, and assisting with ISP/vendor calls.

This role requires expertise in Active Directory, virtualization, networking, Microsoft systems, and troubleshooting, along with the ability to build client rapport virtually.

The Support Engineer II provides intermediate technical support primarily via phone or ticket, following documented procedures, monitoring the ticket gateway, and maintaining SLAs.

Important Attributes for a Support Engineer II:

• Document all activities, projects, and tickets daily in the ticketing system
• Hand off and document in-progress tickets before the end of shift
• Monitor the ticket gateway and queues
• Escalate issues as per IT Glue documentation
• Resolve escalations from Level I team
• Create or update articles in IT Glue based on customer findings
• Assist with ISP and Vendor calls for downed services
• Build client rapport during onsite visits, troubleshooting, site walk-throughs, etc.

Technical Skills Required:

• Ticketing software - incident management and time tracking
• Remote systems access, scripting, and action execution
• Active Directory - domain controllers, group policy, security groups
• Virtualization - VMware/Hyper-V
• Microsoft Windows/Servers - installation, maintenance, patching, driver management
• Networking - troubleshooting, DHCP, DNS, VLANs, circuit/ISP issues
• AzureAD and Microsoft 365
• Server and network equipment troubleshooting and installation
• Maintain project documentation
• Technical infrastructure knowledge

Responsibilities:

• Maintain SLAs and CSAT scores
• Submit timesheets weekly
• Document billable hours
• Be available for on-call and outage support
• Set and review quarterly goals in HRIS

Why Work With Us?

Joining Skynet, part of Blue Alliance, offers opportunities for professional growth, access to a broad network of IT professionals, and a blend of local client interaction with global resources.

Benefits:

• Team-oriented environment
• Paid holidays
• 401K with matching
• Medical, vision, dental insurance
• Life insurance
• Cell phone stipend
• Generous PTO

Why Our Employees Love Us:

• Entrepreneurial culture
• Variety of projects
• Collaborative environment
• Training & certifications
• Career growth

Next Steps:

If you're ready to grow and excel, submit your resume and application above. We participate in E-Verify.